5 Action Ideas to Deal with Difficult People


When was the last time you had to deal with a difficult customer? deal difficult people. It was probably and external customer but perhaps it was an internal customer, such as a member of your team, a colleague or even - your boss!

I'm sure that you always want to provide exceptional service to both your internal and external customers. However, in the real world, things go wrong and mistakes are made. These "customers" will often judge your level of service based on how you respond to a mistake. Do it well and they'll probably forgive you and possibly even say positive things about your business or your abilities to other people.

The important thing to realise when dealing with an upset customer, be they internal or external, is that you must -deal with their feelings, then deal with their problem. Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to "dump" these feeling on you.

You don't deal with their feelings by concentrating on solving the problem, it takes more. Here are 5 action ideas that deal with the customers' human needs:

Don't let them get to you

Stay out of it emotionally and concentrate on listening non-defensively and actively. Customers may make disparaging and emotional remarks - don't rise to the bait.

Listen - listen - listen

Look and sound like your listening. The customer wants to know that you care and that you're interested in their problem.

Stop saying sorry

Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard - "Sorry 'bout that, give me the details and I'll sort this out for you". Far better to say "I apologise for ......" And if you really need to use the sorry word, make sure to include it as part of a full sentence. "I'm sorry you haven't received that information as promised Mr Smith". (It's also good practise to use the customers name in a difficult situation).

Empathise

Using empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. Basically the message is - "I understand how you feel". Obviously this has to be a genuine response, the customer will realise if you're insincere and they'll feel patronised. Examples of empathy responses would be - "I can understand that you're angry", or "I see what you mean". Again, these responses need to be genuine.

Build rapport

Sometimes it's useful to add another phrase to the empathy response, including yourself in the picture. - "I can understand how you feel, I don't like it either when I'm kept waiting". This has the effect of getting on the customer's side and builds rapport. Some customer service people get concerned with this response as they believe it'll lead to - "Why don't you do something about it then". The majority of people won't respond this way if they realise that you're a reasonable and caring person. If they do, then continue empathising and tell the customer what you'll do about the situation. "I'll report this to my manager" or "I'll do my best to ensure it doesn't happen in the future".

Make no mistake about it; customers, be they internal or external, are primarily driven by their emotions. It's therefore important to use human responses in any interaction particularly when a customer is upset or angry. If customers like you and feel that you care, then they're more likely to accept what you say and forgive your mistakes.

COMMENTS

Name

Business Career Tips Creativity Entrepreneurs Featured Fitness Health Internet Marketing Leadership Management Marketing Mind & Body Motivation Networking Nutrition Personal Care Public Relation Sales Self Improvement Small Business
false
ltr
item
Eatmyhat.net: 5 Action Ideas to Deal with Difficult People
5 Action Ideas to Deal with Difficult People
https://4.bp.blogspot.com/-WcI7UovlUuU/XFL8taTVIOI/AAAAAAAAAO8/vd5XGx_zF4Y1ZqaKVuywM-qTgdwI0mnHACLcBGAs/s1600/5-Action-Ideas-to-Deal-with-Difficult-People.jpg
https://4.bp.blogspot.com/-WcI7UovlUuU/XFL8taTVIOI/AAAAAAAAAO8/vd5XGx_zF4Y1ZqaKVuywM-qTgdwI0mnHACLcBGAs/s72-c/5-Action-Ideas-to-Deal-with-Difficult-People.jpg
Eatmyhat.net
https://www.eatmyhat.net/2017/12/5-action-ideas-to-deal-with-difficult.html
https://www.eatmyhat.net/
https://www.eatmyhat.net/
https://www.eatmyhat.net/2017/12/5-action-ideas-to-deal-with-difficult.html
true
4890718040737818602
UTF-8
Not found any posts VIEW ALL Readmore Reply Cancel reply Delete By Home PAGES POSTS View All RECOMMENDED FOR YOU LABEL ARCHIVE SEARCH ALL POSTS Not found any post match with your request Back Home Sunday Monday Tuesday Wednesday Thursday Friday Saturday Sun Mon Tue Wed Thu Fri Sat January February March April May June July August September October November December Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec just now 1 minute ago $$1$$ minutes ago 1 hour ago $$1$$ hours ago Yesterday $$1$$ days ago $$1$$ weeks ago more than 5 weeks ago Followers Follow THIS CONTENT IS PREMIUM Please share to unlock Copy All Code Select All Code All codes were copied to your clipboard Can not copy the codes / texts, please press [CTRL]+[C] (or CMD+C with Mac) to copy